Kristina Badillo Email and Phone Number

• Manages the Support Group (Human Resources, Facilities, Work Force, Training and Quality) of CFOS• Conducts performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it • Initiates programs and streamline processes to advance and develop a more efficient and effective shared services group• Closely coordinates with other departments to implement and/or reinforce company policies and procedures• Organizes fun activities and company-wide events• Identifies and highlight best practices in support management through continuous assessment • To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term

• Monitor day to day operations of the Back Office Department, including Purchasing • Coach Back Office Supervisor on product and people related issues• Act as a Point of Contact about various adhoc projects and ensure its 100% completion and accuracy • Come up with processes that will make the team more efficient and effective

• Manages day to day operations of the Funding Department• Actively intervene on transactions for faster processing and funding of clients• Generates productivity reports and other necessary data that may be required by Management• Comes up with measures to lessen errors committed by specialists and hasten the process• Streamlines processes to better the Center’s performance

• Coordinates with US counterparts in order to find the right buyer for the clients• Ensure that the closing books/files are authentic and complete prior to actual crediting of funds of the clients/customers• Carries out actual crediting of funds to the customer’s bank account• Reviews closing book and gives final say if a client is qualified or not by looking at the documents provided

• Takes inbound calls of US clients who are asking for the status of their cash advance and other inquiries• Makes outbound calls to US clients to provide updates • Accurately notes the system for call transcript

• Consistently achieves and exceeds client service level agreements and quality/customer satisfaction targets• Sets up objectives and gives rewards and recognition to the team once they achieve it• Develops and maintains partnerships with clients to increase business and client satisfaction• Schedules, coordinates and facilitates client communication• Sustains and grows business partnerships with client by offering proactive solutions• Identifies problems, analyzes trends and implements corrective and preventive actions• Implements business operation and service solutions utilizing the continuous improvement process• Prepares, implements, maintains and reviews existing client projects• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary• Contributes to other projects/new program implementation if requested• Accountable for the performance of supervisors by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making• Accountable for the teams' overall efficiency and utilization• Participates in agent hiring and supervisor selection process

• Directly supervises agents’ day to day operation• Monitors quality of orders by doing audits and giving real time feedback to agents • Provides ways on how to improve performance through regular coaching sessions• Accomplishes reports needed by the Management team • Works on improving and maintains performance metrics defined by the client2005 and 2007 Circle of Excellence Awardee

MCI Converged Cable Solutions• Conducts audits on orders keyed in by agents• Develops trends based on audits made and provide suggestions/action plans for the productivity improvement of all reps• Prepares reports for the Management’s use in their daily conference calls with other Centers in US• Evaluates, analyzes and reports accuracy of the steps taken by representatives in their orders• Develops a form that would aid in monitoring and auditing agent’s areas of opportunities and strengthsMCI Nationwide Customer Service• Monitors recorded and live calls and gives timely feedback and coaching to agents • Develops trends and make sure plan of actions are implemented to prevent negative observations and sustain the positive ones• Ensure representatives are adhering to the account’s policies and guidelines in dealing with customers and in resolving issues accurately • Assists agents with inquiries and clarifications• Take on calls requiring a supervisor (when necessary)• Files disputes for scores given to agents by the National Monitoring Team• Prepares weekly reports of team’s performance based on internal and national monitors and other required reports• Handles escalations received, validate them and gives appropriate coaching and feedback to concerned person

• Provides exceptional customer service over the phone • Resolves customer’s issues in compliance to set policies and procedures and keep them updated with the latest products & services through upselling

• Responsible for implementation of various bank benefits like bereavement assistance, teller’s allowance, life and personal accident insurance, bank uniform and wedding cash gift • Handles SSS Sickness Benefit, from its application to release • Prepares annual reports on company expenses for various benefits released each year• Handles SSS salary loan applications of employees, it’s salary deduction as well as its remittance to SSS• Responsible for Bank’s Senior Officers’ Club Membership, from their endorsement, application, and maintenance of membership and its subsidiaries• In-charge of salary deductions of personal insurances of employees and its remittance to respective companiesEmployee of the Year